Are You Available to Your Customers When They Need You?
February 26th, 2020
24.7.365 That is the minimum acceptable availability time you should offer. Ever order anything on the internet after 10 o’clock at night? Of course, you have. Everyone has. Could you have gone out to the store at 11 o’clock at night? Or bought that toy at midnight? People buy automobiles nowadays at 1am and think […]
If you are a relationship-oriented business owner, there are three essential elements to making a sale. If you are missing one element, you either won’t make the sale or possibly wish you hadn’t made the sale at some point in the future. The three elements are Chemistry, Timing, and Money. Chemistry is a rapport or […]
Got satisfied customers? No, you got “vulnerable” customers
January 28th, 2020
One of the main reasons “customer satisfaction” is a meaningless statistic is that it is not predictable, let alone measurable, as related to business growth. Right about all customer satisfaction people, from marketing to award companies, are saying to me that I am a “know-nothing” human who has no concept of business. “You must have […]
If your customers are “satisfied”, why are they leaving?
January 15th, 2020
Customer satisfaction is dead. Oh, there are a bunch of huge companies that haven’t figured it out yet. And there are a bunch of hotels and airlines that haven’t figured it out yet. And some will probably never figure it out. There are even organizations that give out “Customer Satisfaction” awards. JD Power is among […]
Is Your Welcome Email Sending the Right Impression to Subscribers?
September 4th, 2019
The welcome message you send to subscribers after they sign up for your mailing list will be the first email they receive from you. The question you have to ask yourself is, “Is it making the right first impression?” As a business owner, you know how important a first impression can be. Whether it’s the […]
I think I’ve been a salesman most of my life. I started selling very early in my life and there aren’t too many days since that I haven’t been selling. There are times I think I’m very good at selling. Over the years I’ve been paid very well to train others in my sales techniques, […]
There is an old adage, “When everybody’s your customer, nobody’s your customer,” and it is absolutely true and very important. Only giant companies have the resources necessary to market a product or service to everybody who can buy it, and it is a terrible mistake for small companies and entrepreneurs to market “broad.” When I […]
My insurance agent came over last week to update my portfolio of policies. I like to make sure I am more than covered. I consider insurance an asset, not an expense. Peace of mind and protection, not a cost. I also consider insurance among the toughest sales in the world. No one wants it, and […]
Sometimes people ask me if they should have a statement of purpose. My response is sure, a statement of purpose is a good thing. And, if you really want it to have some punch and meaning, you need to start with the big picture. A sense of purpose or a feeling about your purpose is […]
I’ve often used the term “expand usage” a lot because it is important and quite often ignored by many businesses. For example, the restaurant that has a great lunch business: What is done to get those customers to come in for dinner? Consider a very simple, mundane business like dry cleaning. We probably spend a […]